Describe the most rewarding and frustrating aspects of being an elite concierge at the Langham.
Collaboration as a team always yields the greatest reward by far! First understanding of each other’s gifts then learning to trust in each other’s ability to deliver consistently – you can build incredible worlds and create magical guest memories this way; it’s an unbeatable formula. We have so many talented people here at The Langham Chicago; from our Culinary Team to our Ground Floor Team, to our Housekeeping Team, to our seamstress, EVERYONE plays a role, and we interact with every department regularly to create bespoke moments. I must mention David Gonzalez, Assistant Chef Concierge, and Ikram Barakat rounding out our Concierge Team. We form a multilingual triumvirate and are collectively more powerful than a singular expression. What’s more, no superior concierge desk anywhere in the world can exist without the sum of its members being in complete unison: mind, body, and spirit. The guest must be able to interact with all of us and feel no fluctuation in our intent; thus, being of one voice is paramount.
Frustration is part of life’s fabric; it is a chameleon that visits us all in new and at times familiar ways regularly. Understanding this inevitability allows me to focus on what I can control with greater clarity and, to understand two things; what I can do better, and when I/we have done our very best on behalf of the guest. Each guest interaction is so unique. There is tremendous value in this because it means you can reset your intent for the next guest/moment – it’s coming so get ready! It’s a brilliant way to stay focused on being the best you can every moment, every day; and a super way to stay emotionally grounded if/when things derail temporarily; also, part of life. I tell you something, to flip the script a bit on your question; one of the most rewarding aspects of being great at what we do is when we can turn a frustrating moment into an enchanting one. That’s the killer that will make you pump your fist and leap for joy! To do that takes brutal honesty internally to see a moment for what it is operationally, understanding the gravity of the moment as it feels to the guest, then most important, ACT, don’t delay. ACT, DELIVER. The guest will never forget this because it showed genuine interest and caring.